Pitney Bowes Group 1 Software

Maxcom Telecomunicaciones

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About Maxcom

Founded in Mexico in 1996, Maxcom Telecomunicaciones offers data, Internet, local, and long distance services, over an independent wired telephone network.

Maxcom has made a strong investment in its infrastructure and offers the most technologically advanced equipment and personalized customer service. It currently has more than 280,000 service lines and offers 24 hour customer service.

Maxcom is Mexico’s only telephony company to be ISO 9001-2000 certified in all operational processes.

Company History

In 2005, coinciding with a search for innovation and personalization of customer service, Maxcom Telecomunicaciones decided to update its residential sector billing service.

Maxcom’s goals were to utilize its cutting edge infrastructure to create telecommunication solutions designed to exceed customer’s expectations and provide the largest possible benefits. Maxcom selected Pitney Bowes Group 1 Software to help them achieve these goals.

Implementation Requirements

Maxcom needed to provide its customers with dynamic and flexible billing options that allow for customization and/or the inclusion of advertising images, depending on the market segment.

Previously, changes to billing information were performed by integrating a flat file, developed by the printing provider, and then formatting internally (MaxBif). This complicated and time consuming process required several steps in order to make a change.

This change process also impacted the billing cycle production times, which is critical to the competitiveness of the customer.

The General Directorship requested that new residential bills be developed, implemented, and delivered to the customer within 12 weeks.

The Solution

To satisfy these demands, Maxcom implemented Group 1 Software’s DOC1 Designer, DOC1 Generate, and e2 Vault modules.

DOC1 Designer

Benefits of DOC1 Designer include:

  • A flexible bill, including unique information per customer segment
  • The reorganization of content for better readability
  • The addition of advertising content based on geographic area
  • A new, re-branded, corporate design, realizing a 50% savings in paper by switching from full to half letter format

DOC1 Generate

Benefits of DOC1 Generate include:

  • Billing with two or more formats, simultaneously, depending on customer type
  • Improved performance by shortening production times
  • Client segmentation

e2 Vault

Benefits of e2 Vault include:

  • Electronic management of information and billing lookup via the Web
  • Integration with CRM (Siebel) for billing lookup by Customer Care center executives

The Results

  • Production time reduced by 70%
  • Bills are eye-catching and set the standard for the competition
  • Changes requested by marketing are implemented more rapidly and economically

The Future

Maxcom Telecomunicaciones now seeks to maximize the profits from the three implemented Group 1 modules — DOC1 Design, DOC1 Generate, and e2 Vault — by incorporating more systems area training and strengthening communications with both the internal marketing sector and the technical sector of Pitney Bowes Group 1 Software.

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